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Terms & Conditions
If you are not satisfied for any reason with the custom product that we build for you, you can return the product to us for 100% credit of the cost of the product.
We want our customers to feel completely satisfied with their purchase from us. We custom build each of our doors with the goal of bringing beautiful art that is functional into your home or office. However, sometimes, even when the product exceeds the manufacturing standard we set, you may not be satisfied and it may not meet your standards. If this occurs, we really appreciate the opportunity to make it right. However, if an agreement cannot be made for any reason, we do offer a return program within 15 days of receiving the product.
Please review all of the terms and conditions listed below so we can establish clear expectations.
Your Custom Product:
Crow River Creations is an elite custom door builder and each of our products are made by hand in the USA. Our products are CUSTOM made from raw materials specifically for your order. We dedicate specific materials and labor to your order, which is reflected in the cost. Our products are built to order and specifically just for you, therefore they are in a unique category of products and have certain specifications when dealing with returns or issues. We want complete transparency for our customers in regards to orders and shipping procedures. Each is outlined below.
It is the responsibility of the customer to understand what they are ordering when using the online system and to verify from the order confirmation that is email to you in an expedient manner. If you have ANY questions, please call us before ordering so we can help and set clear expectations about your order.
While it is our goal to take time with each customer who calls in to our shop, please be aware that we may not be able to speak with you directly right away. We will get back to you as soon as possible and spend just as much time and care with you. Our customer support team does work weekends and holidays, but only during given hours. They will call you the next available day if you are not able to reach them.
It is our goal to understand what the customer's needs and expectations are as we talk over the phone. We always follow every conversation with an email to be able to note what was discussed in writing. It is the customer's responsibility to confirm that all sizes and measurements are accurate. . Please review every detail of the order placed in the order confirmation. We will build your product to the order that is placed, and it is the customer's responsibility to review the confirmation and email back with this confirmation.
We ship all of our doors with certified carriers and each crate is insured for the value of the product. Please inspect the product upon receipt. Do not sign BOL(Bill of Lading) or any form from the shipper until you have completely inspected the door(s). If there is ANY damage, you will need to refuse delivery and have the doors returned to our facility. Please be sure to document the driver’s name and the state of the crate, with photo evidence if possible. It is necessary to know immediately of any shipping damage for the shipping claims. If you sign for the doors, knowing they are damaged, we cannot file a claim with the shipper to have the items repaired. Once you have signed the BOL ,the product becomes your legal possession and we cannot have the doors picked back up at a later time. You will need to arrange for the door to be returned for any reason once the BOL is signed.
Shipping price is standard delivery only. If you need white glove service-door(s) unpacked and brought into your home, please contact us to arrange this service.
Please inspect your product carefully before installation. If you decide to schedule a contractor prior to receiving your doors, we are not responsible for any fees that may incur if he is unable to install the doors for any reason or unforeseen circumstances. Crow River Creations is not responsible for any costs associated with installation or de-installation including but not limited to contractor or installer time, travel or transportation of the product for any reason including manufacturing issues.
Production & Shipping Lead Times
Our products are custom made to order and built specifically for you. Our typical lead time is 6-8 weeks, but may be longer depending on product or shipping availability. There are currently several shortages in the US for most high- quality materials. We will inform you and contact you with estimated completion dates, if it is going to exceed the expected lead time
Important Shipping and Production Information
• Orders for only hardware, and other products that are under the shipping size limitation ship via a small pack. Carriers like FedEx or UPS have a maximum length of 8 feet. Tracks and headers over 8ft will be sent in equal pieces less than 8ft long.
• Our doors ship via an LTL freight carrier like Estes Express or Old Dominion Freight Lines.
• IMPORTANT SHIPPING INFORMATION
o Please do NOT destroy or dispose of the crate your door is shipped in until you are completely satisfied with your product. Crow River Creations is not responsible to provide another shipping crate should you dispose or destroy the one we shipped your product in if the door needs to be returned.
o Freighted items include curbside delivery for items that are not oversized. Oversized items may require pick up at the freight carrier hub or some arrangements to get the crate off the truck. The shipper is not responsible for additional costs associated with the delivery or pick up of oversized crates.
o Curbside delivery does NOT include transporting the crate onto your premise, up driveway or to your door.
o If you have a difficult to navigate street you may have to meet the truck and receive the shipment at the closest point to your curbside as possible.
o In some cases, an additional charge can be negotiated with the freight company to deliver the crate closer to the desired location, but Crow River Creations is not responsible for this cost.
o Please do not schedule the installation for your product until it has arrived, and you are completely satisfied. Crow River Creations is not responsible for any contractor’s installation or rescheduling fees.
• International Shipping
o We love to serve all our customers across the globe. Unfortunately, due to the variance of customs policies around the world we do not assume any responsibility of freight, duties, or taxes outside of the US. However, we do offer everyone our standard free shipping for barn doors, hardware, and mantels in the continental US. We strongly recommend that the buyer contact a freight forwarding company in the continental US to receive the product from us on your behalf. You can contact almost any international freight company for recommendations for your country. Please note that upon delivery to the freight forwarder ownership of the product transfers to the buyer. From that point on all freight, duties, taxes (import and export) and brokerage fees will be the buyer’s responsibility. We cannot be responsible for any international freight costs (or returns) so we recommend the product be inspected carefully by the freight forwarder upon receipt.
• Shipping Address
o Please provide a physical address to ship your order to be delivered to.
o If you need to change this address once the order has been placed, please contact us prior to your order shipping and we will gladly update your shipping address.
o If you contact us once your order has left our facility to request a different shipping address, we will do what we can to ensure this change is made but cannot guarantee delivery. There may be a "reroute fee" for this and it will increase the shipping time so please try and make sure that we have the correct shipping address prior to your order leaving our facility.
• Please inspect your product carefully before installation. Crow River Creations is not responsible for any costs associated with installation or de-installation including, but not limited to, contractor or installer time, travel, or transportation of the product for any reason including manufacturing issues.
• Please note that wood doors are susceptible to expanding and contracting due to temperature and moisture (rain and humidity) based on location, exposure to the elements and environment. The natural state of steel is vulnerable to oxidation with exposure to the moisture (rain and humidity). Crow River Creations is not responsible for changes in the doors or finishes (warping, separating, splitting, expanding, contracting, rust or fading) due to these conditions.
• All interior doors and hardware are intended for interior use only and are not warrantied against exterior use. If you plan on using your door for exterior use, please contact us for information.
o This warranty does not cover finishes, cosmetic discoloration, damage, improper installation, or normal wear.
o Exterior doors need to be appropriately protected from excessive exposure to the elements, heat and moisture. This is most effectively done with a sufficient overhang or portico. Doors that are determined to not be sufficiently protected with an overhang and doors that are showing finish issues or changes due to the install location and environment are not covered under warranty.
o The 1-year warranty covers manufacturer's defects or failures of the door to functionally perform but does not cover damage or breakdown due to exposure to the elements. The warranty does not cover finishes, cosmetic discoloration, improper installation, or normal wear.
o Warping is defined as doors that are out of alignment of more than 1/4″ over an 8’ length.
o Unfinished and primer white doors, kit doors & headers do not have a warranty against warping, separating, or splitting. These doors are shipped at your request literally “not finished” or completed. We cannot be responsible for how an unfinished (not completed) door responds to the environmental conditions to which it is exposed. Additionally, since we did not finish the door, we cannot be responsible for the way it is protected.
• Due to the nature of product updates and revisions, including finishes and textures, if a product is replaced under warranty, it may be necessary to replace it with similar or comparable product if the exact option is no longer available.
Damaged Orders and Missing Items
• It is necessary to open and inspect shipments upon arrival.
• Any damage from shipping, including concealed damage, must be reported to Crow River Creations with pictures and email to firstname.lastname@example.org within 2 business days of receiving your product for a shipping claim to be processed.
Order Changes, Cancellations, Returns & Refunds
• Order changes and cancellations must be done via email and confirmation of change fee. All changes made to an order after confirmation email 20% change fee.
• Refund cancellations are only accepted within 5 business days after your order is placed.
o After five business days, a 50% materials fee will be retained by Crow River Creations and the remaining 50% will be credited to the payment method used.
• Please do NOT destroy or dispose of the crate your door is shipped in until you are completely satisfied with your product.
• Crow River Creations is not responsible to provide another shipping crate should you dispose or destroy the one we shipped your product regardless of the reason the door needs to be returned.
• Return shipping and/or Freight costs are the responsibility of the customer.
• Returns are 100% credited to your Crow River Creations cash account for future use on Crow River Creations products.
• Customer designed custom projects are not eligible for returns or cancellations.
• Installed products or products altered in any way are not eligible for this return policy.
• Any check returned due to non-sufficient funds will be subject to a minimum charge of $30.00.
• Returns are not accepted and no refunds or credit will be applied to your Crow River Creations Cash account for Special Custom Projects and Special-Order items (items not available on the website).
Crow River Creations takes the privacy of its customers’ data very seriously. Please read the following policy to understand how we will treat your personal data after it has been collected by us through your use of this website. We can collect data on you from a variety of different sources which includes:
• When you purchase products or services from this site or via any of our other distribution channels.
• When you become a subscriber.
• When you enter data into a form on the website.
• When you speak to our Customer Service personnel.
• When you activate your product via our License Activation Server.
• Via explicit data capture measures, for example by entering competitions, completing surveys, registering products, registering to use the support forum.
In any of the above cases the data we collect could be personal data. When you buy anything via the site or give us any personal data as indicated above, we may need to collect information about you to process the transaction, fulfill your order, and provide you with the services you expect then and in the future. This information may include, but is not limited to, details such as your name, your address, and your phone number. Unless we have your express consent, we will only disclose personal data to third parties if this is required for the purpose of completing your transaction with us. This is of course subject to the proviso that we may disclose your data to certain permitted third parties, such as members of our own group, our own professional advisers who are bound by confidentiality codes, and when we are legally obliged to disclose your data. By becoming a subscriber, you consent to receive from us by email our eNewsletters and details of other special offers or services which we may think may be of interest to you. Crow River Creations retains and uses your personal information to provide you with the remote commerce (including electronic and mobile commerce) experience by providing you with a personalized service and to give you details of offers which we think will be of interest to you, it is also to keep you informed of changes to products, services, licenses agreements, terms, conditions, and security updates. We may also use the information to process any transactions you undertake with us and for internal administration and analysis. We do not sell, rent or trade your personal information to third parties.
Use of Site
Your access to and use of this website (“the Website”) is subject exclusively to these Terms and Conditions. You will not use the Website for any purpose that is unlawful or prohibited by these Terms and Conditions. By using the Website you are fully accepting the terms, conditions and disclaimers contained in this notice. If you do not accept these Terms and Conditions you must immediately stop using the Website.
The contents of the Website do not constitute advice and should not be relied upon in making or refraining from making any decision.
Changes to Website, Software, and Services
Crow River Creations reserves the right to; change or remove (temporarily or permanently) the Website or any part of it without notice and you confirm that Crow River Creations shall not be liable to you for any such change or removal. Crow River Creations reserves the right to change, remove, or discontinue any product, service, or promotion (including but not limited to any previsions, parts thereof, licensing, pricing) as advertised on this website at any time without notice and you confirm that Crow River Creations shall not be liable for any such change or removal. Crow River Creations reserves the right to change or discontinue any promotional discount vouchers or coupon codes at any time with notice and you confirm that Crow River Creations shall not be liable for any such change or removal. Changes in this agreement can be made at any time, and your continued use of the Website following any changes shall be deemed to be your acceptance of such change.
Links to Third Party Websites
The Website may include links to third party websites that are controlled and maintained by others. Any link to other websites is not an endorsement of such websites and you acknowledge and agree that we are not responsible for the content or availability of any such sites.
The Intellectual Property Rights in this website and the materials on or accessible via it belong to ‘Crow River Creations’ or its licensors. This website and the materials on or accessible via it and the Intellectual Property Rights therein may not be copied, distributed, published, licensed, used or reproduced in any way (save to the extent strictly necessary for, and for the purposes of, accessing and using this website). ’Crow River Creations’ and the Crow River Creations Logo are trademarks which belong to ‘Crow River Creations’’ and they may not be used, copied or reproduced in any way without written consent from ‘Crow River Creations.’ For these purposes “Intellectual Property Rights” includes the following (wherever and whenever arising and for the full term of each of them): any patent, trademark, trade name, service mark, service name, design, design right, copyright, database right, moral rights, know-how, trade secret and other confidential information, rights in the nature of any of these items in any country, rights in the nature of unfair competition rights and rights to sue for passing off or other similar intellectual or commercial right (in each case whether or not registered or registrable) and registrations of and applications to register any of them.
Limitation of Liability
The Website is provided on an “AS IS” and “AS AVAILABLE” basis without any representation or endorsement made and without warranty of any kind whether express or implied, including but not limited to the implied warranties of satisfactory quality, fitness for a particular purpose, non-infringement, compatibility, security and accuracy. To the extent permitted by law, Crow River Creations will not be liable for any indirect or consequential loss or damage whatsoever (including without limitation loss of business, opportunity, data, profits) arising out of or in connection with the use of the Website. Crow River Creations makes no warranty that the functionality of the Website will be uninterrupted or error free, that defects will be corrected or that the Website or the server that makes it available are free of viruses or anything else which may be harmful or destructive. Nothing in these Terms and Conditions shall be construed so as to exclude or limit the liability of Crow River Creations for death or personal injury as a result of the negligence of Crow River Creations, its products or that of its employees or agents.
You agree to indemnify and hold Crow River Creations and its employees and agents harmless from and against all liabilities, legal fees, damages, losses, costs and other expenses in relation to any claims or actions brought against arisingCrow River Creations out of any breach by you of these Terms and Conditions or other liabilities arising out of your use of this Website.
In the event that any provision of this Agreement is declared by any judicial or other competent authority to be void, voidable, illegal or otherwise unenforceable or indications of the same are received by either you or us from any relevant competent authority, we shall amend that provision in such reasonable manner as achieves the intention of the parties without illegality or, at our discretion, such provision may be severed from this Agreement and the remaining provisions of this Agreement shall remain in full force and effect.
Applicable Law and Dispute
This Agreement and all matters arising from it are governed by and construed in accordance with the laws of Georgia whose courts shall have exclusive jurisdiction over all disputes arising in connection with this Agreement and the place of performance of this Agreement is agreed by you to be Georgia.
Headings are included in this Agreement for convenience only and shall not affect the construction or interpretation of this Agreement.
These terms and conditions together with any documents expressly referred to in them, contain the entire Agreement between us relating to the subject matter covered and supersede any previous Agreements, arrangements, undertakings or proposals, written or oral: between us in relation to such matters. No oral explanation or oral information given by any party shall alter the interpretation of these terms and conditions. In agreeing to these terms and conditions, you have not relied on any representation other than those expressly stated in these terms and conditions and you agree that you shall have no remedy in respect of any misrepresentation which has not been made expressly in this Agreement. Crow River Creations reserves the right to add, delete, or modify any provision of this Agreement at any time without notice.